An incident is an incident and a problem is a problem and never the twain shall be confused._________________"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

I also think some one who puts theITILGuru as part of their login name needs to reconsider this as they obviously have no clue about ITIL as the statement from Diarmid is basic ITIL knowledge_________________John Hardesty
ITSM Manager's Certificate (Red Badge)